Marjo Refund Policy
We are confident that you will love your jewellery, but if you would like a refund, an exchange, or if your item is faulty, we are here to help. Our refund and exchange policies are designed around you, with your needs and convenience in mind.
If you have concerns, or if the answers you need are not detailed below, do not hesitate to call us on +44 (0) 1353 698 857.
If you are a wholesaler, please see the separate Wholesale Refund Policy section below.
Returning or exchanging items
Should you change your mind about a piece of jewellery, we offer a 14-day return policy for all non-faulty items (except earrings, which are non-returnable for hygiene reasons).
A product will only be accepted for exchange or refund if it is returned unworn, undamaged and in new condition.
If an item has been personalised or engraved to your specifications, we are unable to offer an exchange or provide a full refund. We will, however, refund 50% of the purchase price.
Returning or exchanging faulty items
We take quality control seriously, but should your item arrive damaged we are happy to repair it or replace it within 60-days of the delivery date. We consider any item faulty if it is received damaged, or where a manufacturing fault occurs within 60 days of purchase. Please note that items that are damaged by everyday wear and tear are not considered to be faulty, just well-loved.
If you believe your item is faulty please contact us first on firstname.lastname@example.org before sending the item. You can also call us on +44 (0) 1353 698 857 between 9am – 5pm, Monday to Friday (except Bank Holidays), if you prefer.
If more than 60 days have passed since your delivery, we will make a decision to accept a return based on your individual circumstances and on a case-by-case basis. Such decisions are entirely at our discretion. If your purchase is outside the 60-day return period, please email or call us to discuss. We are happy to help.
Completing your return
To complete your return, fill in the returns form included in your parcel or enclose a note with your details and order number (this can be found on any of our emails or by looking at your online purchasing history).
Please note, items should be returned in their original packaging. If this is not possible, please email us on email@example.com in detail and we will do our best to help you. You can also call us on +44 (0) 1353 698 857 between 9am – 5pm, Monday to Friday (except Bank Holidays), if you prefer.
Sending your return to us
To return your jewellery to us, simply post it via Royal Mail in its original packing, together with your completed returns form (in your parcel), to:
Marjo Ltd, 12, Long Acre Court, Argyle Road, Ealing, W13 0DA, United Kingdom
You are responsible for paying the shipping costs for the return of your item unless it is faulty. Shipping costs will be refunded for faulty items. Please note, that if you receive a refund for any non-faulty items, the cost of return shipping will be deducted from your refund amount.
If you are sending an item worth more than £30, we would encourage you to consider a trackable shipping service or purchasing shipping insurance. If you decide not to do this we cannot guarantee that we will receive your returned item.
The following items may not be returned:
- Gift cards
- Earrings (for hygiene reasons)
- Sale items. We only accept returns of regular-priced items
- Items purchased from one of our retail partners. You will need to return the item to that same retailer
- Items that are not in their original condition, are damaged or are missing parts for reasons not due to our error. Acceptance of such returns are at our discretion
- Any item that is returned more than 30 days after delivery. Acceptance of such returns are at our discretion
When we receive your return
Once we have received your return, we will send you an email to let you know that we’ve received it. We will also notify you as quickly as possible as soon as we approve or reject your refund.
If your returned item is approved for a refund, this will be processed, and a credit will be applied to your credit card, or original method of payment.
We aim to process your return as quickly as possible – usually within 48 hours from receipt of your parcel. At busy periods of the year (such as during sales or the Christmas period), please allow up to seven working days for your return to be processed.
Late or missing refunds
If you haven’t received your refund yet, it might be worth contacting your bank or credit card company as it can take some time for refunds to clear depending on your provider. Refunds normally take around five to seven working days to appear in your account, but this can vary.
If you have any problems or if you are unable to resolve the issue this way, then please don’t hesitate to email us on firstname.lastname@example.org and we will endeavor to assist you in any way we can. You can also call us on +44 (0) 1353 698 857 between 9am – 5pm, Monday to Friday (except Bank Holidays), if you prefer.
Refunding items purchased as gifts
If you are the gift giver
If the item you purchased was marked as a gift and shipped directly to the recipient, they will receive a gift credit for the value of the return. Once the returned item is received, a gift certificate will be posted.
If you are the gift recipient
If the item wasn’t marked as a gift when purchased, or the gift-giver had the order shipped to themselves to give to you later, we will refund the gift-giver directly and they will be notified of the return.
Delivery is free of charge for all orders over £100 within UK. Cost will vary for all other orders below £100 according to the type of goods ordered and cannot be refunded.
We aim to deliver all items from our Marjo collections within 3 to 5 days and all other brands such as Timeless Classics and Vera Vega within 1 to 2 weeks.